In Summary
You have 14 days After receiving your order, you can return it. The refund will be processed within [timeframe]. 5 business days After receiving the package at our Marseille workshop, an exchange or credit note is possible. This policy complies with the French Consumer Code (Article L.221-18) and applies to all orders placed on holdfast.fr.
The withdrawal period — 14 days
In accordance with European law, you can exercise your right of withdrawal. within 14 calendar days which follow the receipt of your order, without having to justify your decision.
The period starts the day after you (or a third party designated by you, other than the carrier) have physically taken possession of the package.
Example: package received on May 3rd → return possible until May 17th inclusive.
Returns policy
To be accepted, your return must meet these criteria:
Product Condition
The article must be unworn, unwashed, undamaged, in his original condition the Original labels must be intact (Hold Fast and Pike Brothers cardboard boxes, hang tags, seals).
Wrapping
The article should be sent back to us in its original package (cardboard box, bag, tissue paper). If the packaging is damaged or missing, equivalent packaging protecting the item is sufficient.
Parts supplied
All accessories supplied with the product must be returned (belt, strap, sticker, care sheet, if applicable).
Return procedure — 5 steps
1. Notify us of your intention to return
Send an email to contact@holdfast.fr with: your order number (e.g. #65524), the reference number(s) of the item(s), and the reason (optional information). A sample withdrawal form is available here.
2. Receive the return instructions and address
Within 24 working hours, the workshop will respond with the practical details: exact address, recommended shipping method, and internal return number to write on the package.
3. Return the package within 14 days
You have 14 additional days After notifying us of your cancellation, you must physically ship the package. Keep the shipping receipt with the tracking number: this is your proof of shipment.
4. Workshop inspection
Upon receipt at 48 Traverse Prat — 13008 Marseille, your return is inspected under 2 business daysYou will receive a confirmation email.
5. Refund within 5 business days
If the return is compliant, the refund is initiated within 5 business days After receipt, the credit will be applied to the same payment method used for the order (credit card, PayPal, Apple Pay, Klarna, etc.). Depending on your bank, the credit may take an additional 1 to 3 business days to appear.
Return fees
The return shipping costs are at the customer's expense, in accordance with the legislation. For returns within France, expect to pay approximately €7 to €12 depending on the weight and the carrier (Mondial Relay, Colissimo, Chronopost).
Exception : If the item does not conform to your order, is defective, or if a workshop error is proven, return shipping costs are our responsibilityIn this case, the workshop will provide you with a prepaid return label.
Exchange or credit
If you prefer a exchange (For a different size, color, or model), please specify this in your return request. Subject to availability, the workshop will send you the replacement item as soon as the incoming return is validated.
You can also opt for a to have (voucher) of the same amount as the returned product, valid for 12 months on the entire holdfast.fr catalogue.
Items cannot be exchanged or refunded.
The right of withdrawal does not apply:
- to personalized or custom-made items (embroidery, engraving, non-standard sizes),
- to hygiene products unsealed after delivery (socks, underwear, bandanas for example if they are unpacked),
- at the final sales explicitly marked "Non-refundable flash sales" ou "Final outlet" in the product description,
- to gift cards and vouchers issued,
- to sales in physical store (workshop in Marseille) which fall under classic commercial law without remote withdrawal.
For all other products in the catalogue, the 14-day policy applies without restriction.
Package damaged upon delivery
If you receive a visibly damaged package, follow these steps imperatively :
- On delivery : refuse the package or explicitly note the reservation on the delivery person's slip ("damaged package, contents not checked").
- Within 48 hours : photograph the package from several angles + the item if it is damaged + the carrier's slip.
- Send everything to contact@holdfast.fr : the workshop opens a carrier case and resends the product to you or refunds you immediately, without waiting for the return of the damaged package.
Formulaire de retractation
Template to use or reuse in your email:
To Holdfast, 48 traverse Prat, 13008 Marseille — contact@holdfast.fr
I hereby notify you of my withdrawal from the contract relating to order no. [NUMBER]ordered on [DATE] and received on [DATE OF RECEIPT].
Relevant article(s): [REFERENCES + SIZES]
Name : [LAST NAME SURNAME]
Address : [ADDRESS]
Email: [E-MAIL]
Date : [DATE]
A question about your return?
The Marseille workshop can be contacted:
- via email: contact@holdfast.fr (response within 24 business hours)
- In store: 48 traverse Prat — 13008 Marseille (Tuesday to Saturday, 10am–12pm / 14pm–18pm)
To track your order, go to the page Orders.